2023 Customer Experience MetriStar – On-Premises Contact Center Platforms

Author: Robin Gareiss, CEO and Principal Analyst

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Three providers earned the Metrigy MetriStar Top Provider Award for On-Premises Contact Center Platforms. The MetriStar Award’s value is that it is based on both customer ratings and quantitative metrics correlating the use of providers’ services with measurable business success. On-Premises Contact Center Platforms: On-premises contact center platforms, together with cloud-based services, are the communications core of all customer engagement technologies. At minimum, they provide automated call distribution (ACD) to route incoming voice calls to appropriate customer service agents. They often include interactive voice response, as well. Increasingly, providers are adding artificial intelligence-based apps, such as conversational AI, as well as workforce optimization, analytics, and selfservice capabilities, typically through cloud-based applications riding over the top of the on-premises platform. They also may provide the ability to interact with customers over multiple, integrated channels. The emerging technologies may be their own or that of an integrated technology partner.